Innovation characteristics, knowledge-based trust, and the use of mobile banking: Bank Mellat customers of Tabriz

Development of mobile phone technologies has led to the importance of these technologies in financial services and business. By applying innovation diffusion theory and knowledge-based trust, this study intends to investigate how innovation characteristics (perceived relative benefits, ease of use, and compatibility) and knowledge-based trust (perceived competence, benevolence, and honesty) affect attitude and behavioral intention of adoption or continuing the use of mobile banking. We distributed 385 questionnaires for data analysis among customer and potential customers of Mellat bank in Tabriz. Data were analyzed using path analysis method and Spearman correlation coefficient by Spss and AMOS. Findings show that all three dimensions of innovation have positive relationship with attitude toward adoption or continuing the use of mobile banking. In addition, two dimension of knowledge-based trust (perceived competence and benevolence) affects the attitudes of customers positively. However, the perceived honesty dimension of knowledge-based trust does not have significant relationship with customers` attitudes. Finally, we found that attitudes of customers toward using mobile banking have positive effect on their behavioral intention of using mobile banking.